Intermediate Technical Support Representative
Posted Updated
Description
- Subject Matter Expert:
- Demonstrate a strong understanding of FISPAN software and products to facilitate effective troubleshooting of clients’ technical issues of a complex nature
- Ability to Support team members through Questions and Issues raised during team discussions
- Deliver Excellent Client Experience:
- Ensure that all client SLAs are met and/or exceeded
- Provide quality and expedient responses to clients either on call or through tickets
- Troubleshooting and Problem Resolution:
- Work with Clients and Partners to troubleshoot technical support topics including ERP and Platform issues
- Responsible for ownership and successful resolution of all tickets within Tier 1, including, but not limited to, triage, determining scope and severity of issues and communicating workaround solutions/prevention measures
- Perform in-depth technical analysis and investigative troubleshooting using telemetry platforms such as Honeycomb, Datadog, overseeing portal administration across platforms like Sage Intacct, Netsuite, BC356 and Workday, while resolving intricate ERP integration system errors
- Identifying emerging incidents and escalating appropriately through proper channels
- Documentation and Process Improvement:
- Deliver knowledge base sessions to Tier 1 to assist in upskilling team members using real case examples
- Collaborate with Product/SET/Tier 2 teams to provide insights into emerging issues and develop scalable solutions
- Continue to make our processes better through feedback and observational insights to help drive operational efficiency
- AI and Automation Development:
- Architecting, testing, and deploying automation workflows, such as utilizing Gemini “gem” integrations, n8n and Jira
Benefits
- 4-Week Vacation
- Health & Wellness Coverage
- 100% Parental Leave Top-Up
- Downtown Vancouver Offices & Amenities including fitness centre
- Daily Coffee Runs & Weekly Team Lunches
- MacBook / Apple equipment
- Superb customer service skills
- Someone who is wanting to make an opportunity their own
- A second language not necessary but is an asset
- Proactive communication: You possess excellent communication skills, proactively escalating issues and contributing thoughtfully to collaborative team discussions
- Education: High School graduation. Technical or payment industry training is considered an asset
- Looking for growth potential in the role and organization
- Experience: At least 3 years in a technical support or customer service role. Experience in the payment/banking industry is considered a bonus
- You need to have strong attention to detail, critical thinking and great judgment. You are the kind of person people call for advice or to have a second look at something important
- You are super interested in technology and how money gets from point A to Point B
- Curiosity: You possess a natural curiosity and demonstrate a strong aptitude for developing innovative, non-traditional solutions